Employee Care Specialist

Job Title: Employee Care Specialist

Desired start date: ASAP

Anticipated duration of assignment: 6-9 month to start

Location: Tampa, FL

Work Schedule: hybrid or 5 days/week Hybrid (3 in office)

Feedback Loop and Continuous Improvement:

• Engage with customers through callbacks upon NPS feedback to identify and document pain points, unmet needs or delight points.

• Generate insights based on data and trends to then trigger the feedback inner and outer loops.

• Lead and execute continuous improvement initiatives as part of the inner feedback loop and engage peers in broader or more complex market focused initiatives.

• Take part in improvement initiatives or new deployment projects of the outer feedback loop in representation of Employee Care.

Knowledge & Incident Management:

• Ensure consistency of services and knowledge sustainability by maintaining and updating Operations Manuals on regular basis with high quality and in agreement with different P&C parties. Monitor, track, analyze and drive conclusion from Incidents to prevent recurrence and secure proper handling of similar cases in the future.

• Run root cause analysis for all errors and implement mitigation & preventive actions.

Ideal Candidate Experience

• 2-5 years experience working in Human Resources

• Degree in Social Sciences, Business Administration, Human Resources Management, or related field.

• Ability to effectively communicate with individuals across multiple levels of the organization. Computer skills, including MS Office, SAP (knowledge is an asset). Collaboration, teamwork, orientation to detail and full ownership of assigned topics. Sound judgement at dealing with sensitive materials and confidential information. Able to solve problems and recommend solutions to improve tools and processes.

• "Consumer First": act upon data-driven insights, collaborate as one team, prioritize Ways of Work towards agility, measure outcomes to further enhance employee experience.

• "Forward Looking": be curious, seek and promote continuous improvement & innovation, take decisions based on facts, take ownership and hold accountability, be results-oriented.